Senior Escalation and Incident Manager

Remote, United Kingdom

Full Time Senior-level / Expert
Snowflake Inc. logo
Snowflake Inc.
Apply now Apply later

There is only one Data Cloud. Snowflake’s founders started from scratch and designed a data platform built for the cloud that is effective, affordable, and accessible to all data users. But it didn’t stop there. They engineered Snowflake to power the Data Cloud, where thousands of organizations unlock the value of their data with near-unlimited scale, concurrency, and performance. This is our vision: a world with endless insights to tackle the challenges and opportunities of today and reveal the possibilities of tomorrow.

There is only one Data Cloud. Snowflake’s founders started from scratch and designed a data platform built for the cloud that is effective, affordable, and accessible to all data users. But it didn’t stop there. They engineered Snowflake to power the Data Cloud, where thousands of organizations unlock the value of their data with near-unlimited scale, concurrency, and performance. This is our vision: a world with endless insights to tackle the challenges and opportunities of today and reveal the possibilities of tomorrow. 

Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers’ success. We form partnerships with customers by listening, learning and building connections.  

Snowflake’s values are key to our approach and success in delivering world class Support.  Putting customers first, acting with integrity, owning initiative and accountability and getting it done are Snowflake core values and are reflected in everything we do.

Snowflake’s Support team is expanding! We are looking for a Senior Escalation and Incident Manager to join our team and achieve our goal of helping our customers achieve their business goals by providing outstanding service and support to our most critical customers in their most important time of need.  

As a Senior Escalation and Incident Manager, you enjoy working with a high performing and fast paced team with a high degree of tact, patience, and skill under pressure.  You are results oriented, leveraging data, metrics and open feedback to make operational, tactical decisions towards resolving escalations and incidents. You possess a positive attitude and outlook and work with a high degree of integrity, accountability, attention to detail, planning expertise and execution.  A thorough understanding of business impacts related to technical issues is also a must.

 

You Will: 

  • Coordinate efforts to resolve critical customer issues, major interruptions and client-impacting events.  
  • Collaborate with Snowflake on-call engineers, monitor online activity data for multiple Snowflake Services to identify Service disruptions
  • Coordinate and engage with other teams such as Sales, Professional Services, Support and Engineering to effectively resolve escalated situations
  • Develop strong partnerships internally with Sales, Services, Support and Engineering
  • Work with a global mindset as part of a team of Escalation Managers and Incident Managers
  • Work with Engineering and Product Management on the resolution of specific issues that may arise as blockers for customer progress
  • Demonstrate strong judgement regarding escalation management and problem mitigation, as well as the ability to make timely decisions from both business and technical perspectives
  • Effectively advocate for required solutions to provide the best customer experience
  • Understand both proactive and reactive escalation management practices and how to analyze and apply data to a decision making process
  • Understand proactive and reactive data points to develop a plan of action for our customers
  • View problems and solutions holistically, from multiple viewpoints, and create a plan of action to best satisfy the needs of all stakeholders
  • Create and execute a data-driven customer get-well plan
  • Work with a team to maintain and update the cloud services page for customers
  • Manage customer-facing communications for Incidents, explaining the details of disruption, the impact on customer applications and how we are working towards resolution
  • Maintain disciplined and regular communications within accounts while building credibility through timely action and responsiveness during the account escalation
  • Effectively communicate critical issue status (both verbally and written) to executive staff, sales teams, and other involved parties
  • Utilize your contextual interpretation and writing skills to effectively summarize pages of information into concise and readable paragraphs
  • Understand and translate technical information and issues into business cases, impacts and risks that can easily be interpreted by the customer
  • Have excellent abilities in office applications (Gsuite preferred) for documents, spreadsheets and presentations
  • Meet deliverable timelines based on pre-scheduled activities and events, such as customer, team, and executive updates
  • Utilize business and technical skills to effectively manage customer escalations, coordinate meetings, calls and deliverables, and interpret trend/regression patterns
  • Participate in weekend on-call rotation
  • Possess technical competency in Cloud environments, Data Warehouse architectures  and Software development methods

 

Our Ideal Senior Escalation & Incident Manager will have:

  • B.S. or M.S degree in CS, MIS or equivalent discipline
  • 5+ years of Support and/or Support Services related experience with a proven track record of delivering business value and improvement. 
  • 3+ years of experience working with Amazon Web Services (AWS), Microsoft Azure (Azure), Google Cloud Platform (GCP), or a private cloud environment.
  • 3+ years of experience managing enterprise customer relationships in Technical Support, Technical Support or Business Operations, or other Support Delivery based organizations.
  • Previous experience in writing customer-facing “Root Cause Analysis” or Postmortem reports
  • The ability to communicate the impact of the service incident with ease by shifting levels of communication between technical and non-technical.
  • Technical competence in Service/Platform/Infrastructure (SaaS/PaaS/IaaS) architectures, application, use and management.
  • Excellent verbal, written, communication and receptive listening skills.
  • High levels of emotional intelligence (EQ), empathy, proactivity, and the ability to advocate for both clients and internal teams alike, continuously striving for mutually-beneficial solutions.
  • Successful experience working, collaborating, and establishing relationships with leadership, colleagues, and clients.
  • The ability to adapt, to be flexible, and to learn quickly in a dynamic environment.
  • Excellent teaming skills, able to work with virtual and global cross-functional teams

Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake. 

How do you want to make your impact?

Job region(s): Europe
Job stats:  2  0  0
  • Share this job via
  • or

Explore more Remote Work and WFH career opportunities